We are seeking a Training and Quality Manager to lead and oversee the development & execution of training programs across our contact center and field teams and oversee quality control for the contact center.

Key Responsibilities:

- Develop, implement, and manage training programs for both contact center employees (customer service, loan collections, sales) and field employees (sales, and loan collections).

- Lead a team of trainers, ensuring they are equipped to deliver high-quality training both in a classroom setting (for contact center) and via virtual calls (for field teams).

- Oversee content creation for training modules, ensuring materials are up-to-date, engaging, and aligned with business objectives.

- Ensure timely onboarding for new employees, along with regular refresher training to reinforce skills.

- Identify evolving learning needs for contact center and field teams, tailoring programs to address these needs.

- Define, track, and manage Key Result Areas (KRAs) and Key Performance Indicators (KPIs) for trainers, ensuring continuous improvement in delivery.

- Manage the Quality Control team,



ensuring quality standards are met for call interactions across customer service, sales, and collections.

- Ensure that the Quality control team conducts regular call audits. Analyze their performance data, and provide actionable feedback to quality executives to improve call handling.

- Collaborate with leadership teams to integrate training and quality initiatives with broader organizational goals.

- Drive a culture of continuous learning and quality excellence.

Qualifications:

- Bachelors degree

- Minimum of 5 years of experience in training and/or quality management, ideally within a contact center or field sales setting.

- Proven leadership skills, with experience managing teams of trainers and quality analysts.

- Analytical mindset with the ability to track performance, analyze data, and derive insights for continuous improvement.

- Excellent communication and interpersonal skills, with the ability to engage and influence across all levels of the organization.

- Proficient in using learning management systems (LMS), virtual training platforms, and performance tracking tools.

📌 Training & Quality Manager (Mumbai)
🏢 Kissht
📍 Mumbai